Our service outage on Friday.

Our service outage on Friday.

bygaffer
on ‎19-03-201214:30 - last edited on ‎20-11-201218:45 by ayla_15

As you will be aware we had a full service outage on Friday. This was due to a major water leak at one of our third party suppliers which knocked out both our primary and backup systems. The outage began at 10.10am and lasted until just after 6pm, when calls, texts and data were working again.

During the outage we worked with our supplier to fix the problem as quickly as possible and made it our priority ensure that all our members were kept up to date with the latest developments. We are extremely upset to have this happen to our members and are committed to doing our utmost to prevent issues like this from happening again.

I’m pleased to report that things ran smoothly over the weekend and we used the time to fully repair everything and tidy up individual problems caused by the outage. For the more technically minded, Nigel, our CTO , has started a thread in the community which will go into the detail of the outage and what we have done, and will be doing to prevent it’s recurrence.

This year, as we grow as a company, we are committed to making substantial investments in our infrastructure. Due to Friday’s outage we will be reviewing these plans with the intent of bringing forward investment in capacity and resiliency. I’d also like to assure you of our commitment to making the giffgaff experience as good as possible.

It has been amazing to see the messages of support and the suggestions that we should make a charitable donation as a way of making up for Friday’s outage. We therefore intend to make a £10,000 donation to a charity of your choice. The charities are ones you nominated for Payback in December - to vote just use the polling buttons on the main blog page before the end of the week.

Even though i dont care either way on this going to a charity or not this is going to go down like a lead balloon. You should be looking after your customers when things go down not some charity for donkeys or something. So many people have been furious over it all and want compensating. I suggested that gg gives a points bonus to customers for the outage instead of top ups. I really doubt this is going to stop people leaving.